Connect NDIS participants with the right support services through thoughtful assessment and relationship building. Enhance participant journeys from day one, ensuring a warm and accurate introduction to the Well Team’s personalised CareWell™ Model.
Responsibilities
- Conduct initial needs assessments to understand each participant’s goals, preferences, and support requirements.
- Match participants with suitable support workers and services based on assessed needs and NDIS funding categories.
- Coordinate service agreements, welcome packs, and introductory meetings to ensure smooth transitions into care.
- Document all onboarding information accurately in the participant management system.
- Maintain ongoing relationships with participants, checking in regularly to ensure service satisfaction and proactively escalating any issues to the Care Management team.
How You Will Succeed
- Lead with Empathy – put participant wellbeing at the centre of every interaction.
- Build Trust Quickly – create genuine connections with participants and families from the first meeting.
- Deliver Excellence – maintain a high standard of service accuracy and participant satisfaction.
- Collaborate Well – work closely with support coordinators and care managers to deliver seamless support.
Key Performance Areas
- Participant onboarding completion rate
- Participant satisfaction scores
- Time‑to‑first‑service delivery
- Documentation accuracy and compliance
- Participant retention at 90‑day mark
Qualifications
- Experience in NDIS participant onboarding or a similar client‑facing role.
- Certificate III or IV in Individual Support, Community Services, or related field.
- Understanding of NDIS plans, funding categories, and participant rights.
- Excellent verbal and written communication skills.
- Working with Children Check and NDIS Worker Screening Clearance (or willingness to obtain).
Job Details
Employment Type: Full‑Time
Start Date: Immediate
Department: Care Management
Reports To: National Care Manager
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📌 Care Onboarding & Relationship Specialist (City of Sydney)
🏢 The Well Team
📍 City of Sydney
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